Customer Care Coordinator

Extraordinary Care. Extraordinary Culture. Extraordinary Careers.

At Helping Hands, kindness is our foundation. From our first kitchen-table beginnings to the thousands-strong team we are today, we’re united by one belief: everyone deserves to live well in the place they call home. If you’re passionate about creating meaningful digital experiences and want a role where your work genuinely helps families find the care they need, there’s a place for you here.

To support our continued growth, we’re recruiting a Customer Care Coordinator to play a pivotal role in the success of our Live-In Care service, ensuring our customers and carers receive exceptional support every day.

As a Customer Care Coordinator, you’ll manage and monitor the delivery of a high-quality live-in care service. You’ll be responsible for the coordination, deployment and day-to-day support of our Live-In Carers while helping ensure every customer receives a consistent, outstanding experience.

You’ll act as an essential link between customers, carers, internal teams and the wider region — keeping everything running smoothly and ensuring every placement is set up for success.

• Managing customer and carer queries, resolving issues effectively and efficiently
• Keeping Managers informed of carer availability, updates and support needs
• Maintaining accurate, compliant customer and carer documentation
• Scheduling and matching carers to customer placements with care and precision
• Providing day-to-day support to Live-In Carers
• Liaising with new customers to ensure their requirements are fully understood and met
• Ensuring an exceptional customer experience at every stage

Please note: There is no requirement to deliver hands-on care in this role.

You thrive in a fast-paced environment and bring energy, motivation and a strong customer-focused mindset to everything you do. You’re confident managing relationships, resolving challenges and influencing others in a calm and compassionate way.

You’ll bring:

• Previous experience in customer care, complaint handling or service coordination
• Strong problem-solving skills and exceptional attention to detail
• Excellent organisational skills and the ability to multitask effectively
• Proficiency in Microsoft Word and Excel, with confidence navigating multiple databases
• A positive, collaborative and solutions-focused approach

• 25 days annual leave
• Access to our Employee Assistance Programme
• Free Blue Light Card
• Career development and progression opportunities
• A welcoming, supportive and purpose-driven culture where everyone is valued